Hi there! I understand you're able to see the live view on your Ucon camera, but when you click on an alert notification to download the recording, it says "download fail." Let's work through this together.

First, I want to make sure a few basics are checked:

1. Are you connected to a stable internet connection when trying to download alerts? Downloads often fail with spotty or slow networks.
2. Have you tried checking your app permissions? The Ucon app needs proper permissions (like access to storage and network) to download video files.
3. Is your Ucon app updated to the latest version? Sometimes older app versions cause download issues.
4. How about your account status? If your cloud video service is suspended due to insufficient balance, downloads can fail.

Assuming those are okay, here’s a step-by-step you can try:

1. Close the Ucon app completely and reopen it.
2. Try downloading an alert again while connected to reliable Wi-Fi.
3. Check app permissions:
- On Windows using WebKit, check the browser or app permissions for storage and network access.
4. If possible, try logging out of the Ucon app and then logging back in, sometimes session resets help.
5. Restart your camera device by pressing its reset button if accessible, then reconnect it to the app.
6. Check if the alerts/videos are still stored on the camera or cloud. It might help to open the alert video from a direct camera album instead of notifications.

If the download still fails, could you let me know if this happens for all alert videos or only certain ones? Also, any error messages besides "download fail"?

This info will help me find a more tailored solution.

Are you able to check these and let me know how it goes?

The alert is just a black screen

Thanks for the extra detail about the alert showing a black screen. That helps narrow down the challenge.

From what you're describing—being able to see live view but the alert videos themselves showing a black screen—this usually points to an issue with how the app is retrieving or rendering those alert recordings.

Let’s try these steps together:

1. Restart the Ucon app completely: Close the app fully (use Task Manager or close all browser tabs if using WebKit browser) and then reopen it. This can clear temporary glitches.

2. Check for app updates: Make sure your Ucon app or browser extension/plugin is the latest version. Sometimes older versions have display or playback bugs fixed in updates.

3. Clear app or browser cache: Sometimes stored cache or cookies can cause display problems. In your WebKit browser on Windows 10, you can clear cache by going to browser settings > Privacy > Clear browsing data > Cached images and files.

4. Test alert playback on a different device or platform: If possible, try logging into your Ucon account on another device or through a mobile app to see if alerts play correctly. This checks if the problem is device or platform-specific.

5. Check network connectivity and signal strength: Poor network or weak camera signal can cause failed or incomplete video playback. Verify your camera's signal in the app and try to improve it if low (repositioning the camera, closer to Wi-Fi router).

6. Look for any cloud service outage: Sometimes server-side issues cause video loading problems. You can check Ucon forums or status pages for reported outages.

7. Re-login or reinstall the app: Logging out and back in or reinstalling the app can sometimes fix corrupted app data affecting playback.

If these do not resolve the black screen on alerts, it might be related to how the alert video files themselves are saved or an internal camera issue.

Could you please try the steps above and let me know if any progress? Also, does this black screen happen on all alert videos or only some? That info will guide our next step.

Here is a similar suggestion from users experiencing black screen issues with Ucon app alerts: closing and restarting the app, and also restarting your device can help12.

Are you satisfied with this guidance so far?

log out then in did not work. I have live camera, but no playback

Thanks for letting me know that logging out and back in did not resolve the playback issue. Since you have live camera view but no playback of recorded alerts, it suggests the problem likely lies with how recorded video files are being accessed or played back.

Let's try some deeper troubleshooting steps:

1. Verify Cloud or SD Card Storage Settings:
- Check within the Ucon app settings if your recordings are stored on the cloud service or locally on an SD card in your camera. Playback depends on where recordings are saved.
- Confirm the SD card is properly inserted and functioning if used. You can try removing and reinserting the SD card and rebooting the camera.

2. Playback via Calendar or Album:
- Instead of clicking alerts, go directly into the app's playback or album section. Usually, there is a calendar icon where you can pick specific dates to view recordings.
- Try selecting a date/time to see if playback works through that method, which bypasses notifications.

3. App Update and Cache Clear:
- Ensure the app is updated to the latest version available for WebKit or your platform.
- Clear browser or app cache again (since you use a WebKit browser on Windows 10, clear cache via browser settings).

4. Test Playback on Another Device or Platform:
- Try accessing your Ucon camera account from a mobile device app or another browser. This can isolate if the issue is browser or PC-specific.

5. Camera Firmware and Reset:
- Check if there's a firmware update available for your camera model. Sometimes playback issues are fixed in firmware updates.
- As a last step, perform a factory reset on your camera (consult your camera’s manual for the reset button or voice prompt procedure). This may clear corrupted data that affects playback but note it may erase existing settings.

6. Network Stability Check:
- Since live view works but playback doesn’t, double-check your network upload/download speeds and stability. Playback video needs more consistent bandwidth.

If after these steps playback still fails, the problem may be with the recording files themselves or the backend cloud service. At that point, contacting Ucon support at [email protected] might be necessary to check server-side issues or account-related playback problems.

Here is a helpful user guide mentioning playback through calendar icons and checking cloud storage5, and community posts suggesting app restart and device reset can often fix playback1 2.

Could you please try the above, especially checking playback via calendar or album? Let me know how it goes or if you need help with any step.

Are you satisfied with this guidance so far?

nothing is working, last playback was yesterday. Cloud up to date, firmware up to date, did cashe nothing working.

Thank you for the update and for trying all those steps. Since your live view works fine, cloud storage and firmware are up to date, cache has been cleared, and the issue with playback started recently—with the last playback being yesterday—it sounds like a deeper problem possibly related to the cloud service or app backend.

Here’s what I recommend next based on similar cases seen in community forums and support discussions:

1. Server-Side or Cloud Sync Issue:
Sometimes cloud servers for Ucon experience brief outages or synchronization lags that block access to recorded clips while live view remains active. You might want to check Ucon’s official social media channels, status page, or community forums for any announcements about ongoing cloud service disruptions.

2. Advanced Account Sync Reset:
Log out of all devices where your Ucon account is active, then log back in on just one device. This can refresh cloud syncing. Also, try disabling and re-enabling cloud backup or recording options in the app settings to force a resync.

3. Contact Official Support:
When standard troubleshooting fails and playback issues persist despite all updates and resets, the issue can be on their end—such as corrupted video files or account-specific service issues. I highly recommend contacting Ucon support directly at [email protected] and provide them with your account details, device info, and a description of the problem including the last date playback worked.

4. Temporary Workaround:
Meanwhile, you could try using a different platform or device to verify if playback is possible somewhere else (e.g., mobile Ucon app on iOS or Android if you haven’t already). That can help clarify if the problem is platform-specific.

Here’s a related discussion about playback failures despite firmware and cloud updates, highlighting that firmware updates sometimes fix issues but if they don’t, contacting support is necessary3 6 1.

Please let me know if you’d like help drafting an email to support or if you want to try anything else. Are you satisfied with this direction?